Nicola Shepherd Email & Phone Number

Reading, England, United Kingdom

Reading, United Kingdom

London, United Kingdom

I led a team of 9 Senior Partner Managers and 3 CCM’s across the Digital and offshore space, 5 sites in India and 1 in Northern Ireland circa 3.2k FTE The role includes influencing the end to end delivery chain to optimise customer experience and service performance whilst supporting and enabling BT’s partners to deliver their absolute best. Driving increased employee engagement, organisational change and brand awareness to our teams to become One BT.I’m incredibly proud of the journey with Team India over the last 2 years, the relationship has gone from strength to strength through open and honest dialogue, we continue to think differently and challenge the norm particularly around autonomy, One Team culture and communication/language skills. I’ve changed the traditional Partner Manager role to focus heavily on supporting people investment and coaching for success alongside restructuring roles within the partner organisations. I’m passionate about ensuring we set our teams up for success and challenge the India leadership teams around diversity, recruitment and employment options to encourage flexibility and our absolute requirement to be personal and brilliant in leadership and coaching, which is becoming part of their DNA.I’m 100% committed about ensuring our partners feel part of One BT encouraging brand awareness, people engagement and driving us to be Number 1 for customer experience. • Operational highlightso 13% reduction in cost per resolution on voice channels and 30% reduction in Chato Reduction of 16k inappropriate contacts per week on Chat Channel o Operational lead for on-boarding of a new Genesys Chat platform, delivering training, planning and coaching for 1200 FTE to ensure successful delivery

I was brought into the business to stand up and operationalise the new Welcome estate driving operational performance and supporting and leading the leadership teams. I set up 3 centres across the Midlands to offer a differentiated service for those customers within the first 90 days. I supported the end to end delivery of recruitment, training and transition of the new Welcome model and worked collaboratively with transformation to ensure we did the ‘right thing’ for the customer.I built an effective leadership team focussed on driving and delivering the change needed for Welcome, encouraging different ways of working and One Welcome team.Challenged the BT way to find new and innovative ways to provide a different result, created the right environment for coaching and developed CCM talent to support Welcome growth.

Newbury

Led a team of 20 Billing Transition specialists/managers across 2 Vodafone hubs Newbury (UK) and Budapest (HU) who provide billing transition management for Vodafone's largest global MNC's. Accountable for ensuring a 1st class customer experience and maintaining service whilst migrating customer accounts onto VGE's multiple propositions.Responsible for customers from initial demand through to production of 1st invoice prior to handover into InLife Billing operations team.Provide pre-sales consultation with numerous stake holders throughout the business including Commercial and Bid management, Sales teams and Solution architects to confirm contractual T+C's and capabilities can be delivered against billing requirementsProvide clear set of stretch KPI's and SLA's for the business to ensure transparency when setting customer expectations. Launched Billing Customer experience survey to ensure continuous improvements for both internal and external stakeholders for billing transition experience. Launched central Planview tool to better manage demand and synchronise with Sales Force to ensure visibility and control across all VGE segments.Built a stable on-boarding experience for complex customer accounts

Newbury

Accountable and responsible for the leadership, growth and operational management of a blended function comprising billing operations and commercial credit management for VGE’s entire enterprise customer base. The scope of the function covers all billing and associated services through to cash flow and revenue collections, to agreed quality targets and within debt provision policy. The Billing Operations team consists of 100 customer facing employees supporting 10 languages across a blended matrix, providing facilitation, support and customer service, as well as data provisioning, operational support and reporting functions.

Oxfordshire

Led a team of 70+ corporate debt collectors across a number of segments from IBU to National Corporate, Public Sector and VIP accounts. Responsible for £1.6bn worth of debt across the UK portfolio, managing credit risk profiles and DSO and ensuring KPI's achieved against stretch targets.

Banbury

Responsible for the supplier management of Vodafone's consumer Debt Collection Agencies. Introduced a Service model to manage MI and customer experience.

Banbury

Managed a large team of 50+ administrators across a wide range of tasks ranging from basic finance activities such as direct debit queries and credit card refunds through to complicated queries involving customers death certificates and returned phones.

Oxford, United Kingdom

Ticket desk supervisor at Oxford station managing shift rota's and general day to day team management including customer queries and escalations.I also deputised for the cash manager and the finance manager ensuring policy and procedures were followed.

Salford Manchester

After this role i took a sabbatical and went travelling round Europe until i moved to Oxfordshire

2 A Levels, Sociology And Communication Studies, B

Activities and Societies: Played Hockey for the North West team.

8 O Levels And 2 A Levels

Activities and Societies: Hockey team and Netball team